3250034 - Inbound/Outbound E-mail communication not visible in Agent Desktop Customer Hub Timeline

• Inbound/Outbound e-mail communication (E-Mail Communication Channel) is not visible in Agent Desktop (add-on) Customer Hub Timeline
• For example, e-mails which create tickets via e-mail channel or e-mail replies done from a ticket are not visible in AD Customer Hub Timeline

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales

1. Send an e-mail to a corresponding e-mail channel
2. Ticket gets created
3. Go to Services -> Agent Desktop (AD)
4. Search for a Business Partner (BP) and confirm it
5. Navigate to the Customer Hub and check under the timeline

System is working as designed

• The Agent Desktop Add-on (AD) does not currently support Communication Channels which are not natively handled in AD
• Since Communication Channels that create tickets are not native to AD, these interactions will not be displayed in the Customer Hub Timeline for the AD
• AD was designed to handle real-time interactions directly performed in AD via the CTI widget, and such interaction will be displayed in the customer timeline as expected
• For AD, Communication Channel Integration is enabled by third-party communication system providers (CTIs) 
• The system is working as designed
• If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Agent Desktop, Customer Hub Timeline , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem